Key Objectives (KOs):

• To promote awareness and to drive high standards of customer service
• To deliver a strong commitment to ongoing training and development of our staff
• For the views of our customers to be heard and used to help improve service delivery
• For service delivery to be responsive to people’s needs
• To promote good and equal access to our services
• To promote good standards of information provision and communication
• To drive good value for money

Key Measures of Success (KMS):

• Strong positive customer feedback through formal surveys and informal feedback
• Strong performance against all standard measures of service
• Evidence of customer service adapting to people’s changing expectations
• Wide use of all service channels, including our on-line services
• Evidence of customer service contributing to a strong reputation for the Council
• High efficiency

Key Performance Indicators (KPIs):

• Statutory periodical customer service satisfaction surveys
• Qualitative data from user surveys of our contact and call centre services
• Tenants’ satisfaction surveys
• Proportion of transactions made on-line
• Customer Contact Centre resolution rates and wait times
• Call Centre average wait times, abandonment rates and long-wait times
• Direct dial line and voicemail performance measures
• Cost and productivity benchmarking data (for contact and call centre functions)

Download the Council's full customer care policy 81Kb PDF here

Author & Contact: Julie Rogers

Passed by Executive:

Review period months/years:

Review date: November 2008